[Hiring] Strategy & Operations Lead @Standing on Giants

Role Description

We're looking for someone who is strategic, organised and proactive, with the confidence to bring clarity and structure to fast-moving, cross-functional work. You do not need to come from a community management background to succeed in this role. We welcome candidates with transferable experience from a wide range of professional backgrounds, including:

• Programme or project management
• Operations
• Business analysis
• Consulting
• Other roles involving strategy, process design, stakeholder management, and data-driven decision-making

As a Strategy & Operations Lead for Airbnb's Community Center team, you will help turn fast-moving, day-to-day work into clear, data-informed strategies that scale. Community is at the heart of what Airbnb does, and the Community Center team brings this to life through online host engagement.

This is a senior role, sitting alongside Airbnb's Community Center Engagement Lead, with a mandate that spans the whole team. You will be responsible for:

• Developing and continuously improving the Operating System that connects the Champions program, platform moderation, and online host engagement
• Driving operational efficiencies in tooling and developing insights to drive decision making
• Being a trusted thought partner to the other leads and to Airbnb stakeholders

If you love bringing order and clarity to complex, cross-functional work, think on your feet, and are energised by using data and tooling to make good teams even better, this role is for you.

Responsibilities

• Partner with the Community Center Engagement Lead to develop and execute the engagement strategy, establish program KPIs, and connect with other community programmes, including Host Clubs and Private Forums
• Act as a senior sounding board for the other leads, helping them pressure-test plans, unblock issues and stay connected to the wider programme
• Help keep the leads aligned around one shared plan, surfacing where priorities overlap or compete and working through trade-offs with the Community Center Engagement Lead
• Support the Community Center Engagement Lead in representing the team to Airbnb stakeholders, speaking confidently to team-wide progress when needed
• Translate Airbnb's priorities and platform roadmap into a clear, strategic set of initiatives for the wider team with clear success metrics
• Design, document and continuously improve the processes, workflows and SOPs the team operates within
• Create clear, compelling materials and present confidently to executive-level stakeholders
• Spot, raise and propose solutions to gaps and opportunities across team workflows and facilitate process improvements
• Lead the rollout and team enablement of community tooling, processes and ways of working, making sure changes land cohesively and globally
• Identify and lead opportunities to apply AI and automation across the team, building on Airbnb's platform tooling and integrations
• Build automations into business-as-usual working across all seniorities of the team
• Track the impact of AI-driven changes and embed learnings into how the team operates
• Build performance frameworks and visualisations for team OKRs and KPIs, giving stakeholders a clear view of how the Community Center is performing
• Use data to inform strategy, resourcing and prioritisation decisions across the team

Qualifications

• Proven track record in a similar role (minimum 5 years), with experience in business operations, analytics, programme management and working cross-functionally with stakeholders at varying levels of seniority
• Strong strategic, critical thinking and analytical skills, with the ability to research and provide well-informed answers
• Excellent stakeholder management skills, including the ability to build, nurture and mutually leverage relationships
• Outstanding communication skills, with confidence engaging people regularly via phone and video calls and presenting to people at all levels
• High emotional intelligence, with strong listening and influencing skills
• Self-motivated and able to work independently, take initiative and manage multiple priorities simultaneously
• Proactive, problem-solving mindset with strong attention to detail and organisational skills
• Fluent in English
• Flexible and willing to travel as required for events or company offsites

Requirements

• Technical proficiency in Google Suite and Apple OS
• Familiarity with community platforms (forums) and Salesforce
• Knowledge of AI and automation tools

Company Description

Standing on Giants is the world's first agency for businesses that want to build a brand-owned online community. We empower businesses to build thriving online communities that put their customers at the centre of everything they do. Born from the team that created the revolutionary community-led model at mobile disruptor giffgaff, Standing on Giants now works with leading businesses like Airbnb, Sonos, and Utilita, helping them launch successful communities that deliver real results.

We were recognised as Best-in-Class at the 2020 Khoros Kudos Awards. We are also proud to be the first online community company to attain B Corp Certification, reflecting our commitment to the highest standards of environmental and social responsibility. Our vision is a world where business works for the benefit of people and the planet, not just profit, powered by trusting and collaborative communities. That commitment shapes how we work every day. Our people are central to this, and we offer a range of employee benefits, a supportive and open environment, and a shared commitment to working as sustainably as possible.